4 - 7 years of Customer Success experience in a B2B SaaS environment
Proven ability to manage customer relationships through onboarding to retention
Experience in developing customer-success processes and playbooks
Strong analytical skills to leverage usage data for insights
Excellent communication skills for both technical and non-technical audiences
Customer-focused mindset with a strong sense of ownership
Ability to thrive in a fast-paced, ambiguous startup environment
Responsibilities
Own end-to-end onboarding and activation for new customers
Build and iterate on scalable onboarding and account-health playbooks
Manage relationships with existing customers as their primary post-sale contact
Monitor product usage and account health, proactively addressing changes
Drive customer retention by ensuring ongoing value realization
Collaborate with Account Executives and Sales Engineering on customer handoffs
Utilize customer feedback to enhance internal processes and inform product teams
Establish structure in a new function while prioritizing customer outcomes
Benefits
Competitive salary & equity
Medical, dental & vision insurance
Monthly wellness stipend
401k with company match
Unlimited PTO
Company sponsored lunch 5x per week
Off sites, happy hours, and team building events
Full Job Description
About the Role
As Cooper's first Customer Success Manager, you'll build the foundation of our post-sale customer experience. You'll own onboarding and activation for new customers, partner closely with customers to drive meaningful product adoption, and take responsibility for the health and retention of our existing accounts.
This is a high-ownership, highly cross-functional role for someone who enjoys operating in ambiguity. You'll help define the playbooks, processes, and customer-success motions that scale with Cooper as we grow.
What you'll do
Own end-to-end onboarding and activation for every new customer.
Build and iterate on scalable onboarding, activation, and account-health playbooks.
Manage relationships across a portfolio of existing customers, serving as a trusted partner and primary post-sale contact.
Monitor product usage, adoption, and account health; proactively flag meaningful changes and coordinate the right internal response.
Drive retention by helping customers realize ongoing value from Cooper.
Partner with Account Executives on account handoffs and with Sales Engineering on activation requirements.
Use customer feedback and account insights to improve internal processes and inform product and go-to-market teams.
Bring structure to a new function while staying close to customer needs and outcomes.
What you bring
4 - 7 years of Customer Success experience, ideally in a fast-growing B2B SaaS environment.
Experience owning customer relationships across onboarding, activation, adoption, and retention.
A track record of building or improving customer-success processes and playbooks.
Strong analytical instincts; comfortable using usage data and customer signals to identify risks and opportunities.
Excellent communication and stakeholder-management skills with both technical and non-technical customers.
A consultative, customer-obsessed approach and strong ownership mentality.
Comfort operating in a fast-paced, ambiguous environment as a founding hire.
Technical expertise is not required, but curiosity and the ability to partner closely with technical teams are important.
